Complaints

We did hope that this was a page on our website that you would never have to see, but as you are here, it looks like something may have gone wrong! If something has dissatisfied you or you have a problem that needs rectifying then please let us know. We take complaints very seriously and as part of our policy our Managing Director will personally investigate and resolve any complaints you may have. We aim to have a response to any complaint within at least 48 hours, however this can sometimes take a little longer depending on the nature of the complaint.

In the first instance please send any complaint to carlagar@mybigredhouse.co.uk, or alternatively you put your complaint in writing and send it to the following address:

FAO Managing Director
Big Red House
Head Office
The Castle Mill 
Minneymoor Hill 
Conisbrough
Doncaster
South Yorkshire 
DN12 3EN

A letter acknowledging your complaint will be sent to you within 3 working days. This letter will confirm our understanding of your complaint and state when we will be able to reply in greater detail. We may ask for additional information should it be required. A formal written outcome of this investigation will be sent to you within 10 working days of receiving the complaint. If this is not possible due to further investigations being required then we will once again advise you in writing. Our final response on all matters will be issued with the Ombudsman for Estate Agents Consumer Guidelines.

If you are still not satisfied with the action taken by Big Red House Limited, you can write to:

Ombudsman of Estate Agents
Beckett House
4 Bridge Street
Salisbury
Wiltshire
SP1 2LX

Tel: 01722 333306

The Ombudsman for Estate Agents will consider your complaint, taking in to account any points made by yourself and Big Red House Ltd. The Ombudsman of Estate Agents may refuse to investigate a complaint where the issue refers to something that took place more than twelve months before you complained in writing to Big Red House Ltd or you referred your complaint to the Ombudsman of Estate Agents more than six months after you received Big red House’s final answer or settlement proposal. The Ombudsman of Estate Agents Office may try to settle the dispute by agreement between you and Big Red House. If this is not successful, the Ombudsman will consider all the relevant facts and draw a conclusion according to what he/she believes to be fair outcome in the circumstances. The Ombudsman will send his decision to you and Big Red House. You can accept or reject their decision. If you reject the Ombudsman of Estate Agents decision then you are unable to proceed with this course of action. If you wish to take legal action, you can do so. Your legal rights will not have been affected by the Ombudsman of Estate Agents decision.